When the Job’s Emotional

I just finished reading a new research report on Emotional Labor–how it rewards and what it drains away from the worker. Massage therapists, PC repair people, dentists, shrinks, teachers, librarians, even accidental emotional workers such as bartenders. What struck me, is that we rarely factor in the cost of doing business in emotional terms. Yet, we all feel it to some degree. As a marketer, I think mainly about the customer’s emotions. Are they delighted,satisfied, coming back for more? The big finding about emotional labor is that the people who do it love it. Their gripe is that they want the rest of the world to respect it a little more. Not as manual labor, or technical support, but emotional heavy lifting. (Sorry, no link to the research yet. I read the raw form of the report.)